The foundation for building out a comprehensive customer retention plan is to first start with breaking your customers down into segments. Once you have your customers segmented you can then use those groupings to drive your engagement strategies.
Last week our VP of Product and Customer Success, Abby Hammer, spoke on a panel at the MarTech Magnified Conference, that was titled- “Customer Experience, Customer Success, Customer Retention: Are they all the same?”. Also represented on the panel was- Cary Cusumano, CX Strategist at Verizon Enterprise Solutions, Nancy Porte, VP Global Customer Experience at Verint, and Michael Peterson, SVP Customer Success and Operations at Echo360.
Yesterday, we hosted the first of a new series of events called RYG Success Hour. You might be wondering what RYG means? RYG stands for red, yellow, green. RYG Success Hour is all about learning how to take your customers whose health score is in the red or yellow and turn them into your best customers.
Before going through all of the effort to recruit, on-board, and train your next employee, make sure you have a clear road map that begins with mission, the role the employee will play in supporting that, and how their individual efforts will help the organization succeed.
You can’t grow your software company without continuous feedback from your customers. Your sales, marketing, product, and customer success teams all need to spend quality time communicating with customers. But no customer wants to see an email or hear a voicemail that leads with “I was just checking in to see...” Jocelyn Brown, VP of Customer Success at marketing performance management software company Allocadia, uses real-time user data to ensure customer contacts are insightful and meaningful. In less than 90 seconds she explains how customer data helps Allocadia, a software company with an 852 percent revenue growth rate since 2013.
How has your customer onboarding process evolved in the past five years? What is the secret ingredient to customer onboarding success?
Have you ever been responsible for taking a new complex project from inception to completion when time is scarce, you are already responsible for multiple projects and your new project is considered high priority and urgent? If you are like most people, your anxiety level increased after reading the prior sentence. In addition, you might be feeling the urge to speed up to fulfill the challenge of your additional responsibility. Paradoxically, this is the exact opposite of what is called for. When you experience the pressure to speed up, what is actually called for is patience and intentionally slowing down to optimally address six interconnected project stages.
IDRsolutions CEO Mark Stephens recently wrote about GDPR compliance on the company’s blog to reassure customers that the company is taking additional data security measures. Stephens sat down with ISVinsights to talk about his software company’s approach to GDPR (and he shared the full text of his original post).
If you’re one of the 80 percent of B2B companies with marketing dollars allocated to events, keep reading – especially if you’re a software company that hosts its own partner/user conference. If you’re not part of the event world, you should know Forrester ranks trade shows and events as the second most effective marketing investment behind your company’s website (but convincing you to enter the events business is another article for another day). When done right, partner/user conferences are a proven way to reduce churn, generate revenue, increase engagement, gather feedback, and create excitement about new products or features.
A software company that has grown 1,700% in 18 months shares advice on its revamped and automated onboarding process
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